Alicia Moore

Everman, TX *****

ad0a7j@r.postjobfree.com +1

423-***-****

My objective is to grow and obtain knowledge while advancing in the corporate world. I am a hard and dependable worker whose leadership ability compliments and empowers others around me. I have a strong background in customer service and management as well as money management. I am willing and open to learn new material and skills needed to be effective in any field of employment. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Team Lead

Solis Mammography - Fort Worth, TX

April 2022- Present

I work essentially as a Help desk specialist for call center agents, assisting with giving our patients the best customer service experience while scheduling mammogram appointments. I deescalate and problem solve issues daily as well as assist the Work force department with attendance, wallboard review, and troubleshooting possible issues with contact information for outbound calls. My job includes a partnership with the supervisor and center directors while communicating potential issues and complaints from our patients and agents.

Mental Health Technician

MHMR of Tarrant County - Fort Worth, TX

November 2021 to March 2022

I worked hands on in a mental health clinic, checking in and checking out patients. My job functions include various office tasks including but not limited to scheduling, filing, answering phones, greeting patients, and insurance verifications while providing customer service in a clinic setting Customer Service Representative

State Farm - Richardson, TX

April 2021 to November 2021

I worked as a customer service representative assisting agents with writing life insurance policies and products offered. I worked as a problem solver on the virtual help desk via phone lines and internet while working from home.

Lead/Manager

Southeastrans Inc - Chattanooga, TN

July 2018 to September 2020

I was promoted to team leader/manager within my first year. My position as a manager required that I problem solve customer issues as well as develop call center agents. I trained and coached agents on handling time (AHT), adherence, stats, and one on one meetings. As a manager I assisted with implementing policy and procedures, updating exceptions, following the wallboard for my team, switching agents’ skill levels in call cues, and communicating technical issues with IT and workforce management. Customer Service Representative

Southeastrans Inc - Chattanooga, TN

May 2017 to July 2018

I provided excellent customer service while scheduling medical appointments for Medicaid and Medicare insured members in a call center setting. My position included insurance verification as well as contacting transportation companies to dispatch transportation for our members. Job Coach

Orange Grove Centers - Chattanooga, TN

February 2011 to May 2017

Summary: My daily objective was to seek employment for special needs individuals in the community and train them to do the job. Training included redirecting, teaching employment skills, and time management. My function was to fade out as they took on the job without a coach and check on them monthly to resolve any concerns and issues with their work performance while reporting progress via notes and reports. Description: I acted as a liaison between the employer and employee while both are getting to know one another and training my individual to work in the community without assistance on their own. Skills: Management, Counting, Problem Solving, Money management, Time management,, training, and Conflict Resolution, Job skills

Customer Sales Rep

TENNESSEE TITLE LOANS - Chattanooga, TN

November 2015 to May 2016

Summary: My job was to maintain a professional and welcoming environment while providing great customer service and displaying great listening skills. I helped people acquire loans using over the phone and in person sales skills. I also work the collections side of it all by encouraging people to continue paying their debts.

Description: As a Customer Service Rep it’s important to practice great listening skills and have knowledge about what you are talking about and if not give effort in resolving the situation Skills: listening skills, Counting, Problem Solving, Money management, Time management, and Conflict Resolution

House Manger

Orange Grove Centers

February 2011 to May 2016

Summary: My daily objective was to manage and coordinate daily life for individuals with special needs. Including but not limited to balancing budgets and books, grocery shopping as well as personal shopping, attending all appointments for them medical and otherwise, meetings, teaching and improving the quality of people in my care, as well as managing other employees and scheduling staff hours regularly and training staff. I also completed payroll guidelines promptly and accurately for the staff under my direction. Description: As a manager it’s very important to be fair and lead by example. I train staff regularly and have maintained a schedule as well as being on call 24/7. Skills: Management, Counting, Problem Solving, Money management, Time management, Scheduling, Staff training, and Conflict Resolution

Direct Support Person

Prolex Medical

May 2010 to February 2011

Summary: My job was to improve the quality of life for special needs individuals and assist them with daily needs

Description: As a Direct support person I supported my clients as they learned basic skills needed to live regular lives

Skills: Management, Counting, Problem Solving, Money management, Time management, Scheduling, Staff training, and Conflict Resolution

Corrections Officer

Corrections Corporation

February 2005 to 2010

Summary: My daily objective was to manage and coordinate daily life and activities at a correction facility for over eight hundred

Description: As an officer I counsel and guide inmates in their daily struggles of adjusting to authority and life in a controlled environment. I problem solve and create affective ways to rehabilitate. Skills: Management, Counting, Problem Solving, and Conflict Resolution Education

New Iberia Senior High - New Iberia, LA 2002

Dillard University - New Orleans, LA

Skills

• Customer Service (6 years)

• Call Center (6 years)

• CSR (6 years)

• Customer Care (6 years)

• Customer Support (6 years)

• Training

• Cash Handling

• Special Needs

• Conflict Management

• Medical Scheduling

• Special Education

• Management

• Help desk

• Public notary (2 year)

Awards

Customer rep Superstar

February 2018

I was interviewed and pictured for the company news letter Customer rep AHT superstar

April 2018

My photo was featured in the office hallway as quality customer service representative with a average call handle time of 3mintues and 30 seconds.

Outstanding Customer Care in Management

June 2019

Quarterly award giving for outstanding management

Certifications and Licenses

First Aid Certification

CPR Certification

Assessments

Call Center Customer Service — Expert September 2020 Applying customer service skills in a call center setting Full results: Expert

Sales Skills — Proficient

August 2020

Influencing and negotiating with customers Full

results: Proficient

Inside Sales — Proficient

September 2020

Understanding and responding appropriately in sales scenarios, and performing common sales calculations Full results: Proficient

Management & Leadership Skills: Planning & Execution — Highly Proficient August 2020

Planning and managing resources to accomplish organizational goals Full results: Highly Proficient

Supervisory Skills: Motivating & Assessing Employees — Highly Proficient August 2020

Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Highly Proficient

Customer Focus & Orientation — Highly Proficient

August 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Scheduling — Expert

August 2020

Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Expert

Customer Service — Highly Proficient

August 2020

Identifying and resolving common customer issues

Full results: Highly Proficient

Customer Service Manager — Highly Proficient

September 2020

Managing customer service representatives and resolving customer issues. Full results: Highly Proficient

Verbal Communication — Highly Proficient

August 2020

Speaking clearly, correctly, and concisely

Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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